Product Features


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NetHelpDesk Interfaces

#ChallengeNHD

Migrating to NetHelpDesk

Features Overview


Unique Selling Points


Professional Services

Personal Support Team

All Modules as Standard

Customisation

Integration with Apps

Bespoke Development


Mobile Access


Technician Web Portal

iPhone App

Android App

Windows Phone App

BlackBerry App

Web-enabling & SaaS


Organisations Type


MSPs / IT Companies

Internal Departments

Schools / Colleges / Universities


Standard Features


Help Desk Requests

Easy Transparent Upgrades

Sections and Technicians

Request Types and Forms

Custom Action Buttons

Categorisation

Queue Management

Populate Legacy Data

Dictionaries & Spell Check

Working Offline

E-mail Integration

Escalation / Notifications

Column Selection & Filters

Knowledge Base

End-User Web Interface

Link your Existing Portal

Basic Projects

Documents Management

Simple Disaster Recovery


Next Level Features


Timesheets

UTC Timezones

Reports & Dashboards

Calendar Integration

Service Level Agreements

CRM

Sales Opportunities and Leads

Work Flows & Templates

Qualifications Matching

Approval Processing

ITIL and Pink Verify

Incident Management

Problem Management

Change Management

Project Management

Supplier Management

Financial Management

Service Desk Management

Service Asset and Config

Release and Deployment

Service Catalogue

Service Level Management

Event Management

Availability Management

Multi Tenancy

Google Maps Integration

Expenses Tracking

Journey Tracking

Closure Procedure and Surveys


Advanced Features


Asset Discovery + Management

Service Status Monitoring

GFI Max Integration

Kaseya RMM Integration

N-able RMM Integration

Labtech RMM Integration

Item & Stock Control

"Quotes Thru Bill"

Quotation Processing

Sales Orders Processing

Purchase Orders Processing

Contract Management

Billing Engine

QuickBooks Integration

QuickBooks Online Integration

Sage Integration

Xero Integration

KashFlow Integration

Bugzilla Integration


NetHelpDesk Services


Technical Specifications

Developers / Integrators

Reseller / Partner Program

End-user Web Interface for Self Service


NetHelpDesk comes with an End-user Web Interface and a separate Technician Web Interface, to access and action tickets using any web browser online, using any web browser, including those on a tablet or Smartphone. You create their accounts, and control what information they see and how.


The Web interface allows access to the NetHelpDesk information via standard web browsers using ordinary HTML. There are no plug-ins or JAVA required to run these.

End-User Web Interface

This allows all of your end-users to gain access to information you want them to see, and you can restrict them from carrying out actions you don't want them to do.


This example shows a Manager's access, who looks after a team of end-users for their company, seeing what support calls they have collectively made, and sort, access, and update as needed:

End-user Web Interface Ticket Overview Example Screenshot

Click the thumbnail to expand your view.


The next example then shows a ticket view, which again is controlled by you. If there is information missing you would like, add it. If there is too much information, take it away. All of this very quickly. It also allows you to see the LinkedIn profile data of the Technician assigned.

End-user Web Interface Ticket Details Example Screenshot

Click the thumbnail to expand your view.


This example shows an end user submitting a new ticket, via one of our extensively customisable forms. Capture the data you need, and the possibilities are essentially endless:

End-user Submitting a Ticket Example Screenshot

Click the thumbnail to expand your view.


This example shows an end user knowledge base entries for self service, to help the end user resolve the call for themselves, prior to submitting the ticket to you. You control what entries are made public, all in rich text formatting:

Knowledge Base Article Suggestion prior to Ticket Example Screenshot

Click the thumbnail to expand your view.


Here are just some of the features available in NetHelpDesk, to allow your end-users to have the very best access to your services:

  Access Active Tickets and check latest actions.  
  Control User Level Access for User, Site, Multi-Site Level or Client/Area overview access.  
  See ticket information you want them to see, including any custom fields.  
  View all public actions added to the ticket from the beginning to current day.  
  View Service Level Agreement (SLA) time information.  
  Add new communications and attachments to existing calls.  
  Search your chosen public Knowledge Base entries for Self Service.  
  View and Reopen Closed Tickets.  
  Add new Tickets based on the New Request Details forms you make available to them.  
  Populate Fields, including any Custom Fields you add to the New Request Details forms.  
  Dynamic Drop-down fields to steer End-user through questions to log call.  
  Log Calls directly against Assets, for greater transparency in Asset Management.  
  `Look up Asset Details by Site, User and Asset Type, and view Information.  
  View Site Documents for their Site.  
  Add New Users to their Client/Area account, as needed.  
  Update personal preferences, such as changing password.  
  Automatically Login using Windows Authentication, if available to setup.  
  Sort Tickets view by Request Type, ID, Username, Status or Description.  
  Copy displayed rows to Clipboard for pasting in other documents.  
  Printer-Friendly print screen, for immediate printing of just tickets listed.  
  Save Tickets report to CSV, Excel or PDF formats.  


And much more besides. Our product has developed over many years based on Customer feedback, so if there is another way you feel would help you in this area, feel free to speak with us about your ideas. We can usually add in new features quickly, and usually free of charge.

The End-user Web interface is licensed for unlimited end-users as standard, and runs on any machine using Internet Information Services (IIS) web server. The system uses a compiled CGI executable for speed. The underlying functionality will be provided by the NetHelpDesk components.

All HTML files can be edited and customized to individual requirements. You can also setup multiple websites using the same database, but have different web appearances for each one. This is particularly useful if you have different departments using the same database, or have particular Customers you wish to provide a more personalised environment for.

Our product has developed over many years based on Customer feedback, so if there is another way you feel would help you in this area, feel free to speak with us about your ideas. We can usually add in new features quickly, and usually free of charge.

Just contact our team to discuss your requirements. If there are any features you would like to see added to our help desk software, just let us know. See our #ChallengeNHD Twitter campaign for more information.

Contact us to discuss with our team what you are looking for.

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